WhatsApp

Quality Rating and Status

What is Quality Rating?

Quality Rating: It shows the quality of the messages your customers received in the past 24 hours. Under the Quality Rating column, there are three different quality states:

  • Green: High quality
  • Yellow: Medium quality
  • Red: Low quality

What Are the Different Phone Number Statuses?

Statuses

There are different statuses for phone numbers that refer to its connectivity:

  • Pending: This is when a business first sets up a phone number that hasn’t yet been on-boarded and approved
  • Connected: The phone number is online and functioning normally
  • Offline: The phone number is currently not reachable by WhatsApp servers or is not otherwise online

Occasionally, a phone number may show one of two particular statuses that are related to quality and messaging limits: Flagged and Restricted.

  • Flagged: This is a warned state. When the quality rating reaches a low (red) state, the phone number is moved to a Flagged status. If the quality rating improves to a high (green) or medium (yellow) state over 7 days, the phone number will return to a connected status. If the quality rating does not improve within 7 days, the number will still return to a connected status but with a lower messaging limit imposed on it.
  • Restricted: Phone numbers that reach their messaging limit are moved to a restricted state. During a Restricted state, the number will be unable to send any notification messages until the 24-hour window for sending messages is reset. They can still respond to any messages initiated by users.

To maintain high quality, WhatsApp recommends the following:

  • Make sure messages follow the WhatsApp Messaging guidelines
  • Only send messages to users who have opted to receive messages from your business
  • Make the messages highly personalized and useful to users. Avoid sending open-ended welcome messages or introductory messages.
  • Be mindful of messaging frequency, avoid sending customers too many messages a day. Be thoughtful of informational messages, optimizing for content and length.